Call Center & Consumer Sales Supervisor
About Lightcurve
Lightcurve is a privately held company headquartered in Tacoma WA. With a 100-year history of offering connectivity solutions to the communities it serves, Lightcurve has established a reputation as a customer and service-oriented enterprise. In 2020, Lightcurve entered into a long-term partnership with the City of Tacoma to operate the city-wide high speed internet network providing competitive broadband in Tacoma, now representing the largest market served by Rainier Connect. In 2023 Lightcurve closed on a transaction to be acquired by Palisade Infrastructure (“Palisade”). In 2024 Lightcurve acquired the Washington State operations in Ellensburg, Yelm and surrounding markets from Consolidated Communications. These investments will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities. Lightcurve is committed to delivering the best internet experience at home and at work. The company will combine the latest and most reliable fiber optic technology with a promise of transparency and trusted service from people who live and work in the communities we serve.
Position Summary
The Call Center & Consumer Sales Supervisor is responsible for overseeing the operations of the call center's customer service and sales team. This role involves leading a team of representatives to deliver exceptional customer service, achieve sales targets, and maintain efficient operations. The ideal candidate will have robust leadership skills, a deep understanding of the telecommunications industry, and a proven track record in customer service and sales.
Key Responsibilities
- Team Leadership: Manage, mentor, and motivate a team of customer service and sales representatives to meet and exceed performance goals.
- Performance Monitoring: Track and analyze key performance indicators (KPIs) providing regular feedback and coaching to team members.
- Customer Experience: Ensure high levels of customer satisfaction by addressing escalated issues and implementing effective service strategies.
- Sales Management: Develop and implement sales strategies to achieve and surpass sales targets, enhancing the team's ability to sell data, voice and video products and services.
- Training & Development: Conduct training programs to enhance team members' skills in customer service, product knowledge, and sales techniques.
- Quality Assurance: Monitor interactions to ensure compliance with company policies, industry standards, and quality assurance guidelines.
- Reporting: Generate and present detailed reports on team performance, customer feedback, and sales outcomes to management.
- Operational Efficiency: Streamline call center processes and workflows to improve efficiency and productivity.
- Collaboration: Collaborate with other departments, such as Marketing, Product Development, Order Management and Technical Support, to align strategies and enhance service delivery.
- Compliance: Ensure that the team adheres to all relevant telecommunications regulations and company policies.
Qualifications
- Education: Bachelor’s degree in Business Administration, Marketing, Telecommunications, or a related field preferred.
- Experience: Minimum of 5-7 years of experience in a call center or sales environment within the telecommunications industry, with at least 3+ years in a supervisory or management role.
- Skills:
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proven track record in sales and ability to drive team performance.
- Strong analytical skills for interpreting data and making informed decisions.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to handle high-pressure situations and resolve conflicts effectively.
- Personal Attributes:
- Customer-focused and results-oriented mindset.
- Adaptability and willingness to learn and implement new strategies.
- Strong organizational and time management skills.
The annual salary range for this position is $68,000 to $78,000 per year. To apply, please email your resume to careers@getlightcurve.com and reference Call Center & Consumer Sales Supervisor in the subject line. Lightcurve is an Equal Opportunity Employer.
Job Type: Full-time
Pay: $68,000.00 - $78,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance
Schedule:
Education:
Experience:
- Call center: 5 years (Required)
- Supervisory: 3 years (Required)
- Telecommunication: 5 years (Preferred)
Work Location: In person